2010

Advances in Speech Recognition

Mobile Environments, Call Centers and Clinics

Editors:

ISBN: 978-1-4419-5950-8 (Print) 978-1-4419-5951-5 (Online)

Table of contents (14 chapters)

  1. Front Matter

    Pages i-xxvi

  2. Mobile Environments

    1. Front Matter

      Pages 1-1

    2. No Access

      Book Chapter

      Pages 3-18

      “Life on-the-Go”: The Role of Speech Technology in Mobile Applications

    3. No Access

      Book Chapter

      Pages 19-30

      “Striking a Healthy Balance”: Speech Technology in the Mobile Ecosystem

    4. No Access

      Book Chapter

      Pages 31-59

      “Why Tap When You Can Talk?”: Designing Multimodal Interfaces for Mobile Devices that Are Effective, Adaptive and Satisfying to the User

    5. No Access

      Book Chapter

      Pages 61-90

      “Your Word is my Command”: Google Search by Voice: A Case Study

    6. No Access

      Book Chapter

      Pages 91-112

      “Well Adjusted”: Using Robust and Flexible Speech Recognition Capabilities in Clean to Noisy Mobile Environments

  3. Call Centers

    1. Front Matter

      Pages 113-113

    2. No Access

      Book Chapter

      Pages 115-153

      “It’s the Best of All Possible Worlds”: Leveraging Multimodality to Improve Call Center Productivity

    3. No Access

      Book Chapter

      Pages 155-179

      “How am I Doing?”: A New Framework to Effectively Measure the Performance of Automated Customer Care Contact Centers

    4. No Access

      Book Chapter

      Pages 181-189

      “Great Expectations”: Making use of Callers’ Experiences from Everyday Life to Design a Satisfying Speech-only Interface for the Call Center

    5. No Access

      Book Chapter

      Pages 191-219

      “For Heaven’s Sake, Gimme a Live Person!” Designing Emotion-Detection Customer Care Voice Applications in Automated Call Centers

    6. No Access

      Book Chapter

      Pages 221-243

      “The Truth is Out There”: Using Advanced Speech Analytics to Learn Why Customers Call Help-line Desks and How Effectively They Are Being Served by the Call Center Agent

  4. Clinics

    1. Front Matter

      Pages 245-245

    2. No Access

      Book Chapter

      Pages 247-273

      Dr. “Multi-Task”: Using Speech to Build Up Electronic Medical Records While Caring for Patients

    3. No Access

      Book Chapter

      Pages 275-303

      “Hands Free”: Adapting the Task–Technology-Fit Model and Smart Data to Validate End-User Acceptance of the Voice Activated Medical Tracking Application (VAMTA) in the United States Military

    4. No Access

      Book Chapter

      Pages 305-322

      “You’re as Sick as You Sound”: Using Computational Approaches for Modeling Speaker State to Gauge Illness and Recovery

    5. No Access

      Book Chapter

      Pages 323-348

      “Cry Baby”: Using Spectrographic Analysis to Assess Neonatal Health Status from an Infant’s Cry

  5. Back Matter

    Pages 349-369